Daniel Marks is very excited to be working on an amazing opportunity with a leading Restaurant brand searching for a Customer Insights Manager joining their dynamic Insights Team part of the Marketing Department.

The Customer Insight Specialist is the ‘Voice of the Customer’.They will be able to articulate how customers are feelings through the development of appropriate feedback channels and understanding of the data collected in order to inform and influence continuous improvement of the customer experience and uphold brand’s standards.

Key Responsibilities:

Programme Design & Development

Manage the delivery and development of all customer feedback tools, programmes and initiatives

Ensure the programme[s] are actively used in all restaurants, with the management teams engaged and educated in its purpose and functionality

Development of tools and dashboards to ensure seamless access to relevant information for all restaurant teams and other relevant stakeholders

Maximise the effectiveness of the programmes through improvements to system integration

Maintain and develop customer awareness and participation in the programme through appropriate in-restaurant and digital collateral and communications

Ensure all project and programmes are fully costed and delivered to budget

Agency/Supplier Management

Management of partner agencies ensuring all SLAs are met

Regular reviews to build a true partnership approach

Sourcing, recommending and onboarding of future/potential agencies

Analysis & Presentation

Use data derived from customer feedback channels to identify key areas of business opportunity & improvement

Build relationships and processes to ensure that all appropriate analysis is provided to relevant stakeholders – with particular emphasis on restaurant operations and food teams

Working with the business analysis team to demonstrate correlations with other business measures

Present findings and recommendations to relevant stakeholders in an engaging and compelling way that ensures appropriate action is taken

Share best practice of how information has been used to drive business improvements

Key Requirements:

Ability to analyse data from multiple sources

Ability to control, plan and organise

Excellent verbal and written communication skills

Display confidence and assurance to present to a range of audiences

Able to manage own time and operate without close supervision

Interpersonal sensitivity and warmth

Previous Experience/qualifications required

At least 2 years’ experience in a research/insight role

Involvement in customer feedback programmes – either agency or client side

Ideally educated to graduate level with high grades in English & Maths